Jamila Evans
McPherson,KS
Summary
Accomplished Customer Solutions Manager known for enhancing customer service at Portfolio Recovery Associates through strategic problem-solving and effective team building. Demonstrates proficiency in CRM software and sales strategy development, leading teams to boost customer satisfaction and operational efficiency. Combines exceptional client relations with strong leadership skills to drive revenue growth and encourage cross-functional collaboration. Aiming to leverage these competencies to further elevate customer experiences in a challenging role.
Overview
34
34
years of professional experience
Work History
Customer Solutions Manager
Portfolio Recovery Associates
Hutchinson, KS
12.2008 - Current
- Implemented procedures to enhance customer service.
- Conducted staff meetings to ensure all customer inquiries were addressed promptly and accurately.
- Provided feedback on call center performance metrics such as average handle time, first call resolution rate, and customer satisfaction scores.
- Coordinated with other departments to resolve customer issues quickly and efficiently.
- Analyzed customer service data to identify areas of improvement in the support process.
- Trained new hires on company policies, processes, and systems related to customer service.
- Created reports summarizing key performance indicators for management review.
- Ensured that customers received prompt, accurate responses to their inquiries or complaints.
- Monitored call recordings regularly to ensure compliance with established procedures and guidelines.
- Developed monthly reports highlighting key performance metrics such as average handle time, first contact resolution rate.
- Resolved escalated customer complaints in an efficient manner while maintaining high levels of professionalism.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Manager of Operations
Bluegreen Resorts
Lauderdale, FL
03.1999 - 08.2007
- Developed incentive programs for top performing sales representatives.
- Generated effective sales strategies and taught new employees company's procedures and policies.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Demonstrated high level of customer service by engaging clients and offering sales floor assistance.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Managed sales personnel, setting performance goals and strategies for attaining objectives.
Cashier
Dillons Grocery Store
Hutchinson, KS
03.1991 - 12.1998
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Greeted customers and answered any questions they had about the store's products and services.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions, and offered product advice.
Education
Associate of Arts - Business Administration And Management
Everest College Online
03-2015
Skills
- Strategic problem-solving
- Sales strategy development
- Customer needs assessment
- Research and due diligence
- Client relations
- Team building
- Revenue growth
- CRM software
- Customer account management
- Training programs
- Strategic communications
- Staff mentoring & leadership
- Schedule management
- Cross-functional coordination
- Account management
- Proficient in [software]
- Sales management
- Sales proficiency
- Training and mentoring
Languages
English
Professional
References
References available upon request.
Timeline
Customer Solutions Manager
Portfolio Recovery Associates
12.2008 - Current
Manager of Operations
Bluegreen Resorts
03.1999 - 08.2007
Cashier
Dillons Grocery Store
03.1991 - 12.1998
Associate of Arts - Business Administration And Management
Everest College Online
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